Protein Supplies Australia FAQs

Order Issues

Faulty Item: 'What do I do if my order is faulty?'

A: We want to fix any issues straight away. Happy customer = happy life (that’s how it goes, right?)

As soon as you detect a fault, please contact our customer service team with the following:

Order number (where do I find this? – on your invoice delivered, in my Account, my orders)

Faulty Items Name

Description of the Fault – We will require photographic evidence

Missing Item: 'There's something missing from my order, help!'

A: We have may sent your order in 2 parcels, which you should be able to see in an email from our warehouse telling you that your order is on its way.

If it’s been sent in separate parcels, the delivery note will tell you what to expect inside. Please check this note to double check nothing is missing.

Sometimes mistakes happen, we’re not perfect! If you are missing an item, contact our customer service team and we will endeavour to resolve this issue as quickly as possible. To make up for our mistake, we may even throw in some free presents to say we’re sorry.

Wrong Delivery: 'The parcel I've received is incorrect, what do I do?'

A: We want to sort out any issues straight away.

Please contact our customer service team with:

Details of which items are wrong

Your order number

We will get back to you as soon as humanly possible.

Cancelling Orders: 'I need to cancel my order, is this possible?'

A: If you have chosen a Standard order, you have at least 1hr to cancel.

Any other option is 30 minutes.

If you have not completed your order you, you can delete your items from your cart.

If you have a burning desire to, you may be able to return your order once you have received it. See our returns policy for more details.

Changing/Editing Order: 'I want to change my order after placing – what do I do?'

A: You 'may' be able to catch us before we’ve packed your order for shipping.

Once it has left our hands, and is in transit by our courier – there's nothing we're able to do, sorry!

You may be able to return the items, see our Returns Policy for details.

This includes delivery option, delivery address, and payment method.

Standard Delivery – 1hr

Other – 30 minutes

If you haven't placed an order yet, you may edit/change by entering 'My Cart' and making necessary changes before ordering.

You may be able to retrieve the order by retrieving from delivered address, or collecting your order via the delivery note often left by AusPost.

If the parcel is returned, we will try to reach you via the contact details provided, but if we haven't heard from you, there's nothing more we can do! We're not ghost busters.

Delivery

Order Processing: 'My order is still processing, when will it be shipped?'

I can't track my order: 'I can't track my order, is it on its way to me?'

If you haven’t received a shipping confirmation email, we’re putting together your order for you.

If your order has been shipped and you’re still not able to track it, please contact our Customer Service Team.

Where is my order?

Standard / Express / International

A: If your order has been sent on a trackable courier – you should receive a code via a confirmation email.

It is also worth checking if there are any delivery issues in your area.

If the time is past the normal wait time, and there are no issues in your area, please contact our Customer Service Team for more information.

Refunds and Returns

Returns Policy

We treat returns on a case-by-case basis. If you need to return a product, please contact our Customer Service Team.

How can I return my items back to PSA?

A: If you're looking to return and incorrect/faulty item, get in touch with us so we can sort it out for you.

I've returned an item, have you received it?

A: Once we receive a returned item from you – we will contact you ASAP with the contact details you have provided us with, regarding the specifics of your issue.

Can I return my product if I don't like it?

If there's nothing structurally wrong with the product (i.e. no fault), we're sorry but we do not allow for returns and will not issue a refund.

If there is something wrong with the product, we will issue a refund given sufficient evidence of the faulty product provided (we always need photographic proof).

Payment, Promos & Gift Vouchers

Payment Methods: 'Which ones can I use?'

We offer Paypal and Shopify payments.

Do you need help with a promo code?

You need to enter the code exactly how it was given to you (without spaces).

Copy and paste, or type code into the coupon code box at your cart or checkout, click apply.

Will I be charged international transaction fees?

The fee is charged from the payment provider, and goes straight to us from you. So, in short, no.

You may be hit with an international customs duty charge for orders over certain weights. Please check your government shipping regulations for details on this. We will not cover this cost, and we apologise for any inconvenience this may cause.

Am I charged GST on product?

No GST is applied to the Pure lines of our products. This includes:

PURE WPI

PURE WPC

Amino Acids (Except BCAAs)

PURE Pea Pro

PURE Rice Pro

International orders incur no GST charges.

How do I use paypal to pay for my order?

You need a paypal account.

Technical

I can’t sign into my account!

Here at PSA we give you the option to order as a guest, without an account.

Can you tell me if you're going to restock an item?

Can I send an item to someone as a gift?

You can! Send it to their address and they will receive their parcel from you.

We don't gift wrap though, we're not Buddy the Elf.

Extra Product Information

We try to give as much information as possible on our products. Head to our blog for more information.

If your question is seriously specific (say that 10 times fast), please don’t hesitate to contact us directly.

Are my details safe when ordering online?

In short, yes.

We have the most up-to-date security protocols installed to ensure your details are as safe as safe can be.

Your payment details (i.e. credit card) are encrypted, so we could not access them even if we wanted to.

Protein Supplies Australia is a small Australian company that was born and bred out of a desire to bring better, healthier and more sustainable products to the world. We hope we can encourage consumers to be informed, educated and excited about how they fuel their bodies.